Customer Success Manager

About the role

Trio Mobil is a global Industrial Safety IoT platform company focused on preventing serious injuries and fatalities (SIF/PSIF) in industrial environments. As a pioneer in AI and IoT-based Industrial Safety Solutions, Trio Mobil delivers innovative technologies for real-time risk detection and proactive safety management, enabling safer and smarter workplaces.

The team of 250+ professionals, including 60+ in R&D, ensures all intellectual property is developed and produced in-house, delivering innovation and reliability worldwide.

Job requirements

• Communicate directly with customers to ensure they are receiving the tools and support needed to achieve their goals.
• Develop and implement strategies to drive successful adoption and utilization of technology solutions and services, ensuring maximum value realization for customers.
• Working with the assigned NAM, co-own the customer relationship post-sale, driving engagement, retention, and expansion opportunities.
• Manage onboarding with new customers including the ability to oversee and coordinate resources across delivery, technical support, and external partners to ensure seamless execution and customer satisfaction.
• Cook up resources to ensure contract deliverables are met.
• Educate customers on best practices, new features, and enhancements to maximize their safety outcomes.
• Develop an in-depth understanding of the customer’s needs.
• Be the voice of the customer, advocating for their needs.
• Set the customer success strategy and collaborate across the organization to ensure continual alignment between sales, technical, engineering, support and field teams.
• Host periodic business reviews with customers.
• Drive product adoption and autonomy through coaching and training.
• Embrace the culture of data driven decision making.

Essential Functions

• Communicate directly with customers to ensure they are receiving the tools and support needed to achieve their goals.
• Develop and implement strategies to drive successful adoption and utilization of technology solutions and services, ensuring maximum value realization for customers.
• Work with the assigned NAM, co-own the customer relationship post-sale, driving engagement, retention, and expansion opportunities.
• Manage onboarding with new customers including the ability to oversee and coordinate resources across delivery, technical support, and external partners to ensure seamless execution and customer satisfaction.
• Cook up resources to ensure contract deliverables are met.
• Educate customers on best practices, new features, and enhancements to maximize their safety outcomes.
• Develop an in-depth understanding of the customer’s needs.
• Be the voice of the customer, advocating for their needs.
• Set the customer success strategy and collaborate across the organization to ensure continual alignment between sales, technical, engineering, support and field teams.
• Host periodic business reviews with customers.
• Drive product adoption and autonomy through coaching and training.
• Embrace the culture of data driven decision making.

Technical & Industry Expertise

• 3+ years of experience in operational safety or plant operations, or a related role in Software, SaaS, or MDR services.
• Strong understanding of OSHA guidelines and industrial safety.
• Able, willing, and excited to visit and maneuver through large industrial plants.
• Proficiency with Microsoft Word, Excel, PowerPoint, etc.
• Advanced analytical and critical thinking skills, with the ability to develop creative solutions and drive complex projects informed by current business trends.
• Ability and willingness to roll up your sleeves and assist in the physical installation and configuration of Trio Mobil solutions as needed.
• Understanding of low voltage systems is a plus.

Customer-Focused Skills

• Proven ability to manage customer relationships, drive adoption, and ensure customer satisfaction.
• Strong problem-solving and analytical skills to identify customer pain points and deliver solutions.
• Excellent communication and presentation skills, with the ability to convey complex safety concepts in an easy-to-understand manner.

Soft Skills

• Highly organized with strong project management capabilities.
• Ability to work independently while collaborating effectively with internal teams.
• Passion for helping customers succeed and a proactive approach to relationship management.
• Demonstrated ability to communicate, present, and effectively influence at all levels.

Travel Requirements

This role requires up to 50% travel, primarily by air, as our customers are located throughout the United States. Valid Passport as some international travel may be required.